Senior Service Desk Analyst

About Us:

What We're After:

• You are all about work flexibility and making things happen, whether in the heart of a bustling city or tucked away in a serene countryside.

• You’re a team player with a knack for seamless communication, whether it's across the hallway or across continents.

The role in a nutshell:

As the Senior Service Desk Analyst, you will act as the technical authority for the team, leading by personal example and able to mentor and direct other technical team members were required. In addition, you will provide support and assistance on backend systems under the direction of the global infrastructure team as required. You will primarily deal with users located in the EMEA region but may be required to assist your teammates globally.

The successful candidate will join a global team responsible for the technical support and maintenance of appropriate company technology systems and end user devices to ensure users are able to perform their daily activities in a secure, effective, and efficient manner. This is an excellent career opportunity for a technically rounded service desk analyst with natural customer service skills.

How you will make a difference:

• Able to support and troubleshoot Microsoft Windows operating systems 10,11 and O365 suite, with in depth understanding of Networks, Server Environments, SharePoint and security maintenance tasks;

• Assist our ITAM Team to Monitor internal assets (issued and Instore) to ensure accurate inventory records for your region;

• Manage the customer experience and expectations throughout the life cycle of service desk interactions. Build and maintain relationships to create a positive customer experience;

• Promote products and services that are available from the service desk;

• Provide assistance and support to distributed and local end users to maintain a secure and productive working environment;

• Provide high levels of consistent support and customer service in line with service desk ITIL policies, procedures and SLA's;

• Work closely with our colleagues Group IT Service Operations teams (Infrastructure and Security) to Deliver a consistent quality of service.

What will give you an advantage:
 

The ideal applicant will have a strong IT support experience and possess a blend of strong technical, organizational, and customer service skills. You will have a genuine interest in both IT and in supporting end users and are able to work with a keen sense of attention to detail. You will be team player who takes great personal pride in their work and be looking to join a global team where if needed, you will be trained and mentored by others in the team to ensure the overall service the global IT Support team deliver to the business is second to none. You will be expected to work independently under guidance to a high technical and organizational standard.

• A technically well-rounded IT Engineer with strong experience and advanced troubleshooting skills covering and not limited to Microsoft Windows operating systems and Microsoft Office 365 (Team, Outlook, Endpoint Manager, Intune, Exchange);

• Experience leading a team to achieve required goals;

• Experience of the ITIL principles (Including Incident, Problem, Change and Configuration Management);

• Experience of general Windows Server management tasks including patch management and deployment to Server 2016 / 2019;

• Proven experience in the operation and troubleshooting of PC and laptop hardware, diagnosis and parts replacement, software installation and updating;

• Excellent English communication skills.

At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.